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Background:

Homeowners and installers can submit an inquiry via goeverbright.com or myeverbright.com. These inquiries flow through HubSpot and land in the appropriate Support queue: Installer or Homeowner. The following SOP shows how to handle these inquiries.

Installer inquiries about joining EverBright

  • EverBright no longer offers subscriptions to the platform. In order to gain access to the platform, they would need to partner with EverBright.

  • The associate should e-mail the business development representative (currently Mercedes Davis at Mercedes.Davis@goeverbright.com ) Please include all of the contact information from the form i.e. company name, contact name, e-mail address, phone number, etc.

  • Add an internal note to the ticket advising you reached out to Mercedes Davis to communicate to the installer.

  • Change reporter to Anonymous then close the ticket.

Homeowner inquires about joining Everbright

  • Verify the state in the address section of the form. Compare it to the EB service map here.

  • If the state is serviced by EverBright:

    • Reply to the customer:

    • “Hello (Customer name),

      Thank you for your interest in EverBright. We received your request and will be in contact soon.

      Thanks,”

    • Send a slack message to #everbright-sales with the homeowner’s contact information, including address, phone number, and e-mail address:

@channel (Homeowner name) reached out to Support because they are interested in EverBright financing. Please forward the homeowner’s information to an installer in their area. (Enter contact information here) .

  • Add an internal note to the ticket advising you reached out to Sales to communicate to the homeowner.

  • Change reporter to Anonymous then close the ticket.

  • If the state is not serviced by EverBright:

    • Reply to the customer with the following message:

    • “Hello [Customer name],

      Thank you for your interest in EverBright. I see that you listed your address in [City and State]. At this time, we do not service the state of [State]. We are excited to hear of your interest in EverBright and we hope to be able to serve you soon.

      Thanks,”

    • Request participants - homeowner’s email address

    • Request type - general inquiry

    • Resolution type - other

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